CAROLINE OGUNTULA-ESANG
Egbeda,Nigeria
Summary
Accomplished professional with extensive expertise in customer service, accounting software, and bank teller software. Demonstrates exceptional oral and written communication skills, alongside strong ICT and computer proficiency, including Microsoft Office applications such as Word, Excel, and PowerPoint. Known for attention to detail, problem-solving abilities, and analytical thinking. Proven track record in operations management, brand management, team building and training. Adept at handling transactions with reliability and precision. Strong leadership qualities complemented by the ability to work independently or collaboratively within a team. Committed to delivering outstanding customer relations while adapting to challenges with flexibility and self-motivation.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Overview
16
16
years of professional experience
2009
2009
years of post-secondary education
1
1
Certification
Work History
Branch Manager/Operations Manager
ACCESS BANK PLC
04.2019 - 11.2024
- Oversees the operational and financial activities of the branch
- Delivering exceptional customer service
- Ensures Staff retention by providing a conducive work environment and staff trainings
- Adhere strictly to the opening and closing hours of the bank
- 100% ATM availability
- Managed daily operations to ensure smooth running of the branch.
- Resolved customer complaints swiftly, maintaining company's reputation.
- Provided excellent customer service, securing client loyalty.
- Led team meetings to foster communication and collaboration.
- Ensured branch met all regulatory requirements for safe operation.
Customer Service/Operations Manager
DIAMOND BANK
01.2013 - 04.2019
- Oversee compliance with money handling and safety deposit box procedures
- Ensure security measures are followed at all times
- Mentor new tellers on sales techniques, regulations, and bank procedures
- Reconcile daily batches and resolve variances
- Supervise teller line, continuously improve performance, and maximize sales opportunities
- Managed opening and closing times for the main branch
- Managed customer service operations, ensuring high standards of service delivery.
- Spearheaded improvements in customer satisfaction by streamlining operational processes.
- Increased efficiency by adopting new technologies for better management of customer queries.
- Handled escalated complaints effectively, restoring trust in relationships with disgruntled customers.
- Fostered a positive work environment that encouraged teamwork and collaboration among staff members.
- Created an effective communication channel within the team leading to improved internal transparency.
- Briefed and motivated staff to deliver daily operational requirements.
- Actioned customer feedback to promote continued service improvement.
LECTURER
SCHOOL OF NURSING AND MIDWIFERY, KEBBI
01.2010 - 02.2012
- Trained and tutored students on Human Anatomy
- Training Students on Reproductive health Issues and HIV/AIDS
PEER EDUCATOR
UNICEF/NYSC
01.2009 - 01.2010
- Trained and tutored students of secondary and tertiary institution on Reproductive health issues and HIV/AIDS
- Conducted HIV/AIDS awareness workshops for students
- Developed and implemented educational materials promoting HIV/AIDS prevention
- Collaborated with healthcare professionals to facilitate referrals for positive test results
Education
B.Sc. - Human Anatomy
University Of Calabar
Calabar, Cross River StateSkills
- Customer-service skills
- Interpersonal skills
- Knowledge of accounting software
- Knowledge of bank teller software
- Oral communication skills
- Written communication skills
- ICT skills
- Computer skills
- Microsoft Office
- Word
- Excel
- PowerPoint
- Attention to detail
- Problem-solving skills
- Analytical thinking
- Conceptual thinking
- Planning ability
- Organizational ability
- Public speaking
- Math skills
- Transaction handling
- Reliability
- Ability to work independently
- Team collaboration
- Flexibility
- Self-motivation
- Leadership qualities
- Adaptability to challenges
- Customer relations
- Operations management
- Brand management
- Team building and training
References
- Ifeoma Okeke, Head of Operations, Access Bank Plc, 08030521867
- Vivian Egwunyenga, Branch Manager, Access Bank Plc, 09067713142
Certification
University Of Pennsylvania
Building High Performing Teams
Timeline
Branch Manager/Operations Manager
ACCESS BANK PLC
04.2019 - 11.2024
Customer Service/Operations Manager
DIAMOND BANK
01.2013 - 04.2019
LECTURER
SCHOOL OF NURSING AND MIDWIFERY, KEBBI
01.2010 - 02.2012
PEER EDUCATOR
UNICEF/NYSC
01.2009 - 01.2010
University Of Pennsylvania
Building High Performing Teams
B.Sc. - Human Anatomy
University Of Calabar
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